Revolutionizing Customer Engagement in Healthcare Staffing: Mint Physicians Case Study

Mint Physicians is a locum tenens agency that was purchased by Stuart McKelvey in October 2008. Despite the economic downturn at the time, McKelvey used a combination of innovation and sound business practices to create a flourishing business. Over the course of a decade, Mint has built an outstanding reputation for consistently providing the finest medical talent for their clients. The company's success is dependent on the strength of its relationships with clients and candidates, making customer engagement a critical aspect of its operations.

Mint Physicians, a locum tenens agency, faced a significant challenge in customer engagement. The responsibility of engagement was decentralized, left to individual account managers, resulting in a lack of uniformity and often being ignored. The nature of the staffing business requires strong relationships with clients and candidates, necessitating consistent communication. However, the decentralized approach led to a lack of accountability, with customer engagement and content creation often being pushed to the bottom of the account manager’s to-do list. This resulted in missed opportunities with customers and potential customers.

To address this challenge, Mint Physicians decided to change their decentralized approach to customer engagement. They strategized their outreach and content plan and implemented Herefish by Bullhorn, a tool that automated much of the time-consuming or error-prone work that a complete approach to customer engagement requires. This tool helped centralize engagement, bringing uniformity to the approach. With a dedicated system and dedicated marketers pushing things forward, clients began to receive compelling emails at regular intervals. The results were immediate, with leads from engagement emails rolling in within 30 days. Every account manager was able to convert at least two or three old prospects into new customers.

• The implementation of Herefish by Bullhorn brought about a significant transformation in Mint Physicians' customer engagement approach. The tool not only automated much of the time-consuming work but also centralized engagement, bringing uniformity to the approach. This led to a more consistent and effective communication with clients and candidates. The tool also eliminated the possibility of human error in process automation, such as updating candidate statuses, thus enhancing the overall efficiency of the staffing firm. The success of Herefish has inspired Mint to explore other ways to utilize the tool, indicating a promising future for the company's customer engagement strategy.

• Leads from engagement emails began rolling in within 30 days of implementing Herefish by Bullhorn.

• Every account manager was able to convert at least two or three old prospects into new customers.

• The implementation of Herefish by Bullhorn brought uniformity to the approach of customer engagement.